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Kernow Health CIC is excited to recruit four Operational Team Leads (Relief) to join our Cornwall 111 Control Centre team. This is a brand-new role designed to strengthen resilience across our 24/7 service, ensuring we continue to deliver high-quality, safe and responsive patient care across Cornwall.
This is a unique opportunity for experienced operational leaders who thrive in a fast-paced urgent care environment and are passionate about delivering excellent service standards while supporting frontline teams.
As a Relief Operational Team Lead (OTL), you will oversee the day-to-day operational delivery of the Cornwall 111 service, supervise staff, manage urgent care demand and ensure Key Performance Indicators (KPIs) are consistently achieved.
Your rota will include a combination of Operational Team Lead (OTL) shifts, Care Navigator (CN) shifts and a structured on-call relief commitment, enabling you to build a strong understanding of the entire patient journey.
Working Pattern
Each Relief OTL will work 20 contracted hours per week, made up of:
My role helps deliver patient care by
The Relief Operational Team Leader plays a key role in supporting the delivery of safe, efficient, and responsive care within Cornwall's Integrated Urgent Care Services. This role focuses on leading and coordinating operational processes across the service, ensuring smooth day-to-day functioning and adherence to performance standards.
The postholder will work 20 contracted hours per week within a 24/7 control centre environment, comprising approximately 1012 hours of scheduled Operational Team Lead (OTL) and Care Navigator (CN) shifts, with the remaining hours fulfilled through pre-planned flexi CN shifts to support service demand. In addition, the role forms part of a 1-in-4 on-call relief rota, requiring availability during an allocated relief week to provide short-notice cover for sickness and critical operational gaps. A retainer payment is provided for relief weeks, with any hours worked paid at the hourly rate for that role. This hybrid structure supports both planned service delivery and operational resilience, requiring flexibility to meet the demands of an out-of-hours urgent care service.
Working closely with the Clinical Shift Supervisor, the Operational Team Leader ensures that non-clinical workflows including staffing, resource allocation, and service continuity are managed effectively.
The role is central to enabling timely patient care by supporting the infrastructure that underpins clinical decision-making. They liaise with administrative teams, monitor service performance, and escalate operational issues as needed. Through effective leadership, communication, and problem-solving, the Operational Team Leader helps maintain a stable and well-supported environment for clinicians and patients alike, contributing to the overall quality and reliability of urgent care delivery.
Key Duties and Responsibilities:
Kernow Health CIC is a Community Interest Company supporting General Practice and delivering Primary Care Services at scale across Cornwall. Established in 2011 by a group of Cornwall practices, we deliver several NHS contracts, including: